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About the Role

Manage and oversee DNA’s approach to FCA Consumer Duty, including end-to-end management of customer complaints, ensuring fair customer outcomes, regulatory compliance, and continuous improvement across products, services, and communications.

Responsibilities

• Own, define and embed DNA’s Consumer Duty framework
• Review, update and maintain all related (internal and external) documentation
• Work cross-functionally with various business teams to produce the annual Fair Value Assessment
• Work cross-functionally with multiple business teams to proactively identify areas of improvement or poor value
• Track and support remediation actions
• Act as subject matter expert on Consumer Duty, including tracking and responding to Regulatory Changes
• Support the delivery of training and associated training materials to the DNA Training Team
• Support provision of any regulatory or audit requests
• Manage the complaints process end-to-end as an individual contributor
• Respond to all customer complaints and close/respond in line with Regulatory Timelines
• Oversee root cause analysis, identifying trends and driving remediation and process improvements
• Report complaints MI to Senior Management as required
• Liaise with the Financial Ombudsman Service (FOS) as required

Requirements

• Strong working knowledge of FCA Consumer Duty related Customer Complaint FCA rules
• Proven experience in complaints handling and/or regulatory compliance within UK financial services
• Experience producing Board-level reporting and MI
• Strong analytical and root-cause investigation skills
• Experience in working cross-functionally
• Strong communication skills

Location

• London

Work Type

• Full-time

Benefits

• Life Assurance
• Ride to work
• 25 days holiday per year
• Private Medical
• Employee Assistance Programme

About the Company

• We value ambition, curiosity, and honesty – it’s in our DNA.